Richmond upon Thames Council's Transport and Air Quality Committee has recommended awarding a new contract for e-bike hire services to Forest Bikes. The decision, made at a meeting on Monday, March 16, 2026, follows a procurement exercise aimed at improving the management and control of e-bike services within the borough.
The committee considered a report detailing the outcome of the procurement exercise, which included quality and pricing assessments of potential operators. Forest Bikes emerged as the preferred provider under a single-operator model (Lot 1), achieving a total score of 83.64% against Lime's 72.09% and Voi's 67.63%. The procurement process assessed operators on several quality criteria that will serve as key performance indicators (KPIs) for Forest Bikes. These include an effective approach to minimizing hacking and other forms of misuse, and ensuring the safety of users and pedestrians through appropriate IT, security or other measures.
Forest Bikes will also be responsible for Management of parking, protecting pedestrian amenity and specifically pedestrians with mobility difficulties.
Furthermore, they must implement a Complaints process and clear responsiveness to complaints
and provide Transparent usage and monitoring data.
The contract will also include commitments on how the operator will manage the bikes satisfactorily for the council's benefit.
Officers highlighted that the quality scores for all bidders were similar, with Forest Bikes scoring highest in the pricing schedule, which comprised 55% of the overall assessment. The quality criteria focused on aspects such as effective management of misuse, safety for users and pedestrians, parking management, complaint handling, vehicle quality, and transparent data. Specific details of the quality criteria that led to Forest Bikes' higher score include: an effective approach to minimizing hacking and other forms of misuse, and ensuring the safety of users and pedestrians through appropriate IT, security or other measures; management of parking, protecting pedestrian amenity and specifically pedestrians with mobility difficulties; a complaints process and clear responsiveness to complaints; transparent usage and monitoring data; a high quality, safe vehicle and preferably a variety of vehicles to cater for users of different size and strength and with different needs; transparent and competitive pricing for users, with discounts to assist with affordability and to widen the appeal of services; full commitment to not exceeding the agreed fleet size without permission; and reach of coverage given many journeys cross borough boundaries. Forest Bikes scored 39.20% for quality, with the report noting that The quality scores are similar and that all operators put forward excellent overall submissions in respect of service management and social value.
Forest specifically scored highest for both Lot 1 and Lot 2 in terms of the pricing schedule and overall ranking, indicating their pricing and concessionary fee to the council were stronger points.
The decision to move to a contractual basis with a new provider is intended to address public concerns raised during previous scrutiny sessions and public consultations. These concerns included issues with rider behaviour and inconsiderate parking. The new contract will aim for improved management and control of the e-bike fleet. The council also committed to work with operators to ensure a smooth transition between providers
and that there would clearly be time for a transitional period.
Furthermore, the council stated that we would use our own communications channels; we would use the existing operator and proposed new operator as well to work with them.
The council also indicated that service delivery that fosters greater take-up of these services not reduce take-up; we would want to work with all parties to deliver that.
Councillor James Chard, Vice-Chair of the Transport and Air Quality Committee, noted that while there were merits to both single and dual operator models, the financial contribution offered by a single provider was significantly larger, tipping the balance in favour of the recommendation. The meeting minutes indicate that Forest Bikes, as a single operator under Lot 1, scored 44.44% for their pricing schedule, which includes a concessionary fee to the council. The report states that New transport markets, like e-mobility providers and electric vehicle chargepoint suppliers will be expected to provide both quality services to users whilst reinvesting a proportion of revenues into the Borough's transport offering.
Councillor Chard also noted that there is a material difference in the contribution to public services that would be provided if we go for one provider over if we go for two providers
and that this larger contribution was sufficient to overcome the balance between one versus two providers. However, specific financial figures for the contribution are not detailed in the public documents.
The committee agreed to delegate authority to appropriate officers to award the contract to Forest Bikes, subject to contract finalisation. The procurement process required Transparent usage and monitoring data
from operators. The council also committed to work with operators to ensure a smooth transition between providers
and that there would clearly be time for a transitional period.
Furthermore, the council stated that we would use our own communications channels; we would use the existing operator and proposed new operator as well to work with them.
The council also indicated that service delivery that fosters greater take-up of these services not reduce take-up; we would want to work with all parties to deliver that.
For more information on the council's transport strategy, see the Transport Strategy to 2040. The committee's work programme can be found here.
